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GermanyOrdered an engagement ring - beautiful design that was hard to get anywhere else. Initial order experience was very good. It took just about 4 weeks from order to getting the ring and I also asked if changes of more than two ring sizes would also be included - which they were for a small fee. As expected, I screwed up the size and ring needed adjustment. It's been 4 weeks now and I was just told it will take a minimum of another 2 weeks because of the "repair center having to serve all of Europe". Not a fault of the salesperson, but this is just a horrible experience for engagement rings! My fiance had the ring for just about a week before we needed to give it back to stay within the time limit of returns. Get the ring for one week and then wait for like 1 or 2 months to get it back... This may be acceptable for regular jewelry purchases, but I would not recommend it for engagement rings. Edit: Support is unreachable on all channels.
SwitzerlandI had a very disappointing experience with this brand. We ordered a sapphire necklace from the Berlin branch for a major celebration. We were assured delivery within 2–5 weeks (typically 2 weeks). After nearly 6 weeks, nothing had arrived, and we ended up at our event empty-handed, which was embarrassing. When we repeatedly asked for an update over the following two weeks, the only explanation we received was that the team in the Netherlands was on vacation and not responding. To be clear: the staff in the Berlin branch were friendly and courteous. The issue appears to be with the brand’s organization and fulfillment process, not the local team.
GermanyI am already customer by Diamond Factory Berlin, since they didnt have a shop. Now, a new shop is opened at Bikini Centrum Berlin. I was interested for a ring, which l saw online shop and showed up at the shop just to try it out and make sure l was ordering the right size. This was not my first time at the shop. However, this time l was shocked and very disappointed with the customer service. This is what happened: I showed up at 16:08. 2 Ladies were serving at the shop. One of them was busy, the other free. The other one was waiting for customers who were supposed to have a meeting at 16:00 (were already late). I explained that l dont have a meeting, but its clear to me what l want and it wont take more then 10 minutes. The lady insisted that she was supposed to be busy and cant serve me, l should have booked an appointment earlier. So, I either come back after 1 hour or after 10 minutes. She didn’t allow me to even enter the showroom and even worse a sofa was free for waiting customers and she didn’t even offer me to sit there and wait or better offer some water or coffee. This is unacceptable!! Especially with old customers!!…shame on DF!! I don’t see the point here, why does Diamond Factory need a shop when customers cant show up anytime??? Before it worked without an appointment at the shop. When they didn’t have a shop but just an office the service was perfect, the staff was very respectful, friendly and helpful! I don’t understand how is it possible that customers are treated this way… Anyway, thanks to this situation l went to another store and surprisingly l got a very similar ring with only 50 Euro difference to DR! Now l am even more shocked that DF does not have that cheaper prices as they promote. This comment is for potential future customers: before you decide for a product at DF make a market research, because you might not only get better prices but also finer designs and better quality!!
AustraliaI was initially hesitant at organising such an important piece of jewellery without going into a showroom. Though with the help of Sophie McGuiness, I was able to select the perfect item and be confident in my choice. When difficulties arose with collection, Sophie stepped in and smoothed out the process. I know who I will be calling in the future for jewellery.
